We’re looking for a Senior Director, Order & Installation Success to lead one of the most critical moments in Brightspeed’s customer journey - turning customer demand into successful installations and revenue.
Reporting directly to the Chief Marketing Officer, you will own Brightspeed’s enterprise order-to-install strategy, with accountability for maximizing the conversion of customer orders into successfully installed and activated customers. Your focus will be clear: convert more orders, reduce cancellations and fallout, accelerate installations, and create a simpler, more reliable experience for our customers.
As the enterprise leader for order and installation success, you will work across Sales, Marketing, Field Operations, Customer Care, Network, Technology, Product, and other teams to identify where customers encounter friction or fall out of the funnel and mobilize the organization to address the root causes. You will strengthen install readiness, improve handoffs across the customer journey, and establish clear accountability for order-to-install performance.
This role requires a leader who can operate at both the strategic and execution levels. You will use data and customer insights to identify conversion opportunities, establish meaningful performance measures, and drive coordinated action across Brightspeed. Ultimately, your success will be measured by your ability to turn more customer demand into completed installations, stronger customer experiences, and profitable revenue growth.
As Senior Director, Order & Installation Success, your duties and responsibilities will include:
- Own Brightspeed’s sales-to-install conversion strategy, establishing the priorities, programs, and performance framework needed to maximize completed installations
- Lead enterprise cancel-reduction efforts, identifying the primary drivers of pre-install cancellations and coordinating cross-functional actions to address root causes
- Reduce order fallout and revenue leakage by identifying breakdowns across ordering, qualification, scheduling, provisioning, installation, and activation
- Improve install readiness by ensuring customer, order, network, equipment, technician, and operational dependencies are addressed before the scheduled installation
- Create visibility across the conversion funnel, establishing KPIs and reporting for order conversion, fallout, cancellations, reschedules, cycle time, install completion, and other critical measures
- Translate customer and operational data into action, identifying trends, quantifying revenue opportunities, and prioritizing improvements based on business and customer impact
- Lead cross-functional programs across Marketing, Sales, Field Operations, Customer Care, Network, Product, Technology, and other organizations that influence successful installation
- Strengthen the handoff from demand generation and Sales into fulfillment, ensuring orders entering the installation pipeline are accurate, actionable, and positioned for successful completion
- Partner with Technology and business teams on system enhancements, providing business requirements, operational expertise, system support, and user acceptance testing (UAT) for capabilities impacting ordering, conversion, and fulfillment
- Establish root-cause and continuous-improvement disciplines to move the organization beyond resolving individual order issues toward eliminating systemic failure points
- Improve the customer experience by reducing avoidable delays, repeat contacts, reschedules, cancellations, and other friction between the initial order and successful activation
- Create executive-level accountability for conversion performance, bringing together functional leaders to address barriers, establish ownership, and drive timely resolution of issues
- Connect conversion performance to Brightspeed’s growth objectives, quantifying the impact of improvements on installations, subscriber growth, revenue realization, and customer acquisition economics
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
WHAT IT TAKES TO CATCH OUR EYE:
- Bachelor’s degree in Business, Marketing, Operations, Telecommunications, Engineering, or a related field; master’s degree preferred
- 10+ years of progressive leadership experience in telecommunications, broadband, revenue operations, customer growth, fulfillment, customer experience, or a related field
- Demonstrated success improving sales-to-install conversion, customer activation, cancellation, or order fallout performance
- Strong understanding of telecommunications customer acquisition and fulfillment, including ordering, qualification, provisioning, scheduling, installation, and activation
- Experience leading complex enterprise initiatives requiring coordination and accountability across multiple functions
- Strong analytical capabilities with demonstrated experience using funnel, operational, customer, and financial data to identify opportunities and drive action
- Experience developing KPIs, executive dashboards, operating rhythms, and performance-management frameworks
- Demonstrated ability to influence senior leaders and drive results across organizational boundaries without direct authority
- Experience partnering with Technology teams on business requirements, system enhancements, testing, UAT, and production support
- Strong executive communication skills with the ability to simplify complex issues and translate findings into clear business actions
- Proven ability to operate in a fast-paced, highly accountable environment focused on growth, execution, and measurable outcomes
LEADERSHIP IMPACT
The Senior Director, Order & Installation Success will serve as the connective tissue between customer demand, sales conversion, operational fulfillment, and revenue realization.
Success will be measured by the organization’s ability to convert more customer demand into completed installations - reducing avoidable cancellations and fallout, accelerating time to revenue, improving the customer experience, and ultimately driving greater subscriber and revenue growth for Brightspeed.
At its core, this role owns one of Brightspeed’s most important growth outcomes: turning more orders into successfully installed customers.
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WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.
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